60-Day Check-In

About two months in, your ACA members have had time to actually use their plan. Maybe they've seen a doctor, filled a prescription, or gotten a bill they didn't expect. This campaign has the AI give them a quick check-in call to see how it's going, so you catch problems now instead of hearing about them at renewal. It's the same idea as the 30-Day Check-In, just a month later.

It's not a survey and it's not a sales call. The vibe is basically: "Hey, how's the new plan? Everything working? Cool, if anything breaks just call."

In the lines below, anything in brackets fills in for each member: [First name], [AI name] (whatever you've named your AI employee), [Agent name], [Agency], and [Carrier].

At a glance

How people get in

The template comes with an automation that adds every member with a policy status of Active, 60 days after their effective date. So someone whose coverage started March 1 gets the call around April 30.

Heads up: date automations are checked once a night. They don't go back and catch people whose 60-day mark already passed before you turned it on. If you want to reach those folks too, you can add them yourself.

What the AI says

The campaign comes with three AI employees.

Daytime calls (the main one)

The call opens with:

Hey is this [First name]?

As soon as they answer, the AI says:

Yeah hey this is [AI name], calling from [Agent name]'s team at [Agency]. Oh and this is a recorded line. But yeah I'm just calling 'cuz it's been [how long it's been] since your [Carrier] plan started and I wanted to check-in, you know, see how it's been treatin' you. Have you had any issues or questions?

The "how long it's been" part fills in on its own (it falls back to "a couple months"). From there, the AI follows wherever they go:

• Everything's good. It asks once, just to catch anything they forgot: "Oh ok awesome. Well while I have you here, is there anything you'd like me to pass on to [Agent name]?" If they say no, it believes them and wraps up.
• They have a question about coverage, copays, deductibles, or prescriptions. The AI doesn't have a plan lookup on this call, so it never guesses. It logs an inquiry for your team and says: "Ok yeah, lemme have the team double check that and get back to you so I don't get it wrong, sound good?"
• They have a problem, like a billing or claims issue. It acknowledges it like a person would first ("Man, yeah I'd be frustrated too."), then logs it for your team: "Ok yeah I wanna make sure we get you the exact right answer on this. I'm gonna have the team look into it and give you a call back, alright?"
• They want their agent, or want to compare plans. The AI doesn't do the comparison itself. It books them a time with your team, or transfers them if they need a live person right now.

When they're done, it signs off with:

Ok nice. Well yeah, we'll keep an eye on things for you. And if anything pops up on your end, you can always give me a call at this number twenty four seven.

It's also set up for the stuff people say on these calls:

• A surprise bill or a denied claim. It doesn't guess at why, doesn't promise it'll get paid, and never tells them to call the carrier. Your team investigates.
• They bring up their health. It responds like a person, but never asks about health status, diagnoses, or history.
• They don't recognize you, or think it's a scam. It stays calm, says who it's calling for (agency, agent, carrier), and offers to let them verify on their own.
• "Take me off your list." It apologizes, confirms they'll be removed, and ends the call. No save attempt.
• Busy right now. It gets a specific day and time window for a callback.

The AI never pitches other products or cross-sells anything on this call.

After hours

If a member calls back after hours, the after-hours employee picks up. It uses the same check-in script, and opens with "Hey thanks for calling me back is this [First name]?"

Appointment callbacks

When an appointment comes up, what happens depends on your appointment configuration. If the AI makes the callback, it confirms it's the right person, mentions the recorded line, says it's calling for their scheduled appointment, checks that now still works, and transfers them to your team: "ok great, let me get you over to them right now, just hang on one sec." If now's not good, it pulls real times from your calendar and rebooks. It doesn't discuss plan details with anyone but the member.

The cadence

This one's a single call, no texts.

Day 1: Call

No voicemail. If they don't pick up, the AI just hangs up.

After that one call, the journey ends either way.

How each call works

• If they talk to the AI, whether everything's fine, they want a callback later, they ask about canceling, they're confused about their policy, they say a package never showed up, or the call drops early, the journey ends.
• If the AI books an appointment, transfers the call, or logs an inquiry, the journey ends right there. Booking an appointment ends all of that member's active campaigns.
• If nobody picks up, or it's a bad number, the journey ends too. There's no retry on this one.
• Do Not Call and invalid numbers stop right away.

Before you turn it on

• Set up your escalations in Employees > Escalations. The scripts use all three: point Transfer Call at a transfer destination and Book Appointment at an appointment configuration. Inquiries don't need anything, they go to your Inbox and the Inquiries page and the member's assigned agent gets notified. You can't activate the campaign until Transfer Call and Book Appointment point somewhere.
• Check your member data. The automation needs an effective date and an Active policy status. People are also skipped if they have no phone number, or no time zone or state. If the agent or carrier is missing, the AI falls back to something generic like "your agent."
• Check your caller ID. Out of the box, this campaign calls from your agency's main number (the one your Receptionist answers), so make sure you have one. You can see this on the Phone Numbers tab: Use organization main number for outbound calls is switched on. Want it to call from its own number instead? Switch that off and add a number there (you can only change it while the campaign isn't active). See Managing Your Phone Numbers.
• Know when it calls. Calls only go out during your business hours and between 8 AM and 9 PM in the member's time zone.
• Test it before you go live. See Test Your Campaign.

Then click Activate on the Overview tab. Until you do, the campaign is a Draft and nobody gets called.

Changing any of this

• What the AI says: the Employees tab. See Edit Your AI with Employees.
• Timing, retries, adding texts or a voicemail: the Pulse tab. See Pulse.
• Who gets in: the Automations tab. See Automations Explained.